Technical Support Engineer

iHeartMedia • Virtual, FL

13d • $68,000 - $85,000 • Remote

About The Position

This is a Customer Support position to install, maintain, and train television broadcast customers in the use of the products developed and sold by Florical Systems. iHeartMedia is the number one audio company in America, reaching 90% of Americans every month. We are the largest podcast publisher and have the #1 streaming radio digital service. Our company values stress collaboration, curiosity, welcoming dissent, accepting mistakes in the pursuit of new ideas, and respect for everyone. We are dedicated to building a diverse, inclusive, and authentic workplace and are looking for teammates passionate about what we do!

Requirements

• Problem Solving - Identify and resolve problems promptly by gathering and analyzing information, developing alternative solutions, and working well in group problem-solving situations.
• Customer Service - Manage difficult or emotional customer situations. Respond promptly to customer needs, solicit customer feedback to improve service, and respond to requests for service in a timely manner.
• Communication – Write and speak clearly. Carefully observe and listen to understand the context and non-verbal cues. Respond well to questions. Inspire confidence through communication. Solid ability to document and share information.
• Professionalism – Tactfully interact with others. React well under pressure while treating others respectfully, regardless of their status or position. Accept responsibility for your actions and follow through on commitments.
• Television broadcast engineering or operations experience is a plus.
• Windows Fundamentals – Basic knowledge of Windows Server administration and familiarity with Windows networking concepts, including but not limited to IP addressing, DNS, Active Directory, and SMB/CIF. This includes the ability to install Windows 11 and Windows Server on bare metal or a VM environment.
• Scripting Skills – Some experience with scripting languages, preferably PowerShell or similar (e.g., Python, batch files).
• Data/Configuration Storage - Ability to read, edit, and troubleshoot data formats such as JSON, XML, SQL, and related markup/configuration languages.
• Networking Fundamentals – Understanding of DNS, TCP/IP, and firewall configurations in Windows environments. The ability to capture packets using Wireshark and perform a basic analysis.
• Databases - Working knowledge of SQL or MongoDB database servers. The ability to write simple SQL queries.
• Competency with Microsoft 365, including Teams.
• Excellent technical and troubleshooting skills
• Outstanding customer service skills
• Ability to debug wiring and physical layer issues
• Respect for others and a strong belief that others should do this in return
• Expertise with various technical disciplines and applications
• Close attention to detail and quality orientation
• Ability to multitask on a variety of critical projects
• Ability to work independently, while also collaborating with others
• Strong communication skills, particularly when explaining complex technical information
• Ability to provide solutions to problems in situations that are atypical/infrequent
• Analytical thinking and the ability to identify patterns
• Efficiency with own work and impact of team results
• Informal leadership capabilities with an interest in mentoring less experienced team members

Nice To Haves

• Virtualization - Working knowledge of a popular virtualization platform is a plus.
• Prior experience with customer issue tracking systems such as ServiceNow, Jira, Freshdesk, or TeamSupport is a plus.
• Cloud platform experience is a plus.

Responsibilities

• Available for customer service 24hr/day when on-call, as needed.
• Ability to travel and work with customers on-site.
• Install, configure, and troubleshoot hardware, software, and peripheral system components through on-site and remote support.
• Troubleshoot interfaces to equipment, software, or business systems using industry-standard or proprietary protocols.
• Edit configuration files and database data on multiple software packages as needed.
• Serve existing accounts by handling support tickets, planning daily schedules, investigating complaints, conducting tests, and resolving problems.
• Ability to communicate with customers either via ticketing system, telephone, video conferencing (MS Teams), chat or in person.
• Maintain good customer relations by examining feedback, identifying solutions, and suggesting workflow and system improvements.
• Completing reports, forms, checklists, etc., to document service and installation work.
• Continuous learning to keep job knowledge current by participating in educational opportunities, company-provided training, and self-directed studies.
• Other duties as assigned.

Benefits

• Employer sponsored medical, dental and vision with a variety of coverage options
• Company provided and supplemental life insurance
• Paid vacation and sick time
• Paid company holidays
• A Spirit day to encourage and allow our employees to more easily volunteer in their community
• A 401K plan
• Employee Assistance Program (EAP) at no cost – services include telephonic counseling sessions, consultation on legal and financial matters, emotional well-being, family and caregiving
• A range of additional voluntary programs, such as spending accounts, student loan refinancing, accident insurance and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level